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Our VoIP services enables organisations to carry out call parking throughout their call centre. Call parking is a method of putting callers on hold so that any team member in your organisation can take their call.

In this article we will explain how call parking works, how to use it, and the benefits it brings to an organisation.

How Does Call Parking Work?

When a person calls a business they can be put into Call Park through a pre-programmed button or a special sequence of buttons. The call is transferred to an unused number and put on hold, compared to being transferred to a direct line. When a team member becomes available they can then go to that line or channel and manage the call from there.

Difference Between Call Park and Call Transfer

Both call transfer and call park begin with a person calling a business and needing assistance. With call transfer, that person is directed to a specific extension. This is best used when the caller needs to reach a specific person at that business or the general line of a specific department.

Call park puts the caller onto a separate line that anyone in the organization can access. The caller does not need to reach a specific person, but most likely needs general help or customer service. Call park is especially important for companies with a large customer call centre or customer service operation that may need to park calls until an agent becomes free.

Benefits of Call Parking?

Call parking not only provides an organization with flexibility in a workforce but also provides other benefits, such as:

  • With call parking anyone in the business can pick up a call from any phone in the system. This is helpful for large businesses with multiple floors or large square footage, such as grocery stores or big box retailers.
  • Any type of phone connected to the VoIP service can pick up the call by simply dialing a code.
  • The call is returned to the extension that parked the call if no one picks up the call.
  • The held call does not tie up a line for the operator.

How to Use Call Parking?

The call parking process is simple and straightforward. An inbound caller will dial your number and an agent– will try to direct the call to the most helpful option.

Based on the caller’s needs, the agent or IVR system will press the “Call Park” button. That button is either on their desk phone or through a call application. The call is then transferred to an unused extension that often has a pre-recorded message or music. 

A team member can then answer that call on another device. It could be a shared device in a large area, their own desk phone or a mobile phone. This allows the agent to pick up the call wherever is convenient for them. The agent simply dials an extension number to be patched through to the waiting call. 

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VoIP Experts

VoIP Experts offer a flexible and affordable approach to business communications.